Returns and Refunds

Returns & Exchanges

We want your kit to fit.

We know that buying technical cycling gear online can be tricky. If your new kit isn't sitting quite right, or you’ve had a "drama" with the fit, we’re here to make it right.

The TL;DR:

We offer a 30-day return window. As long as the kit is unworn (trying it on is fine, riding in it is not), in its original packaging, and has all its tags attached, we’ll happily swap it or refund you.

The "No-Fuss" Rules

To be eligible for an exchange or refund, please ensure:

  • Timing: You lodge your request within 30 days of receiving your order.
  • Condition: Items must be in original, re-saleable condition (no sweat, no chamois cream, no pet hair).
  • Packaging: All original tags and bags must be included.
  • Exclusions: Clearance/Sale items and worn apparel cannot be returned.

How It Works

1. Lodge Your Request

Head to our Returns Portal to start the process. You'll need your order number and email address.

2. Post It Back

Once approved, pack your items securely. Please include the picking slip or a note with your order number within the bag.

  • Domestic (AU): You cover the postage to get it to our Sydney warehouse; we cover the freight to send the new size back to you (first exchange only).
  • International: Shipping costs are the responsibility of the customer. Please reach out to us for sizing advice before you buy to avoid expensive return shipping!

3. We Swap or Refund

Once we receive your kit and confirm it’s in "as new" condition, we will process your exchange or refund. If you’re swapping for a more expensive item, we’ll send an invoice for the difference; if it’s cheaper, we’ll refund the balance.

Formal Policy & Definitions

C3 Cycling Pty Ltd (t/a Caffeine and Cranks) aims to provide high-quality "Goods" (items offered for sale) to "You" (the customer).

Defective Goods

If you receive an item that is defective or of poor quality, please notify us immediately. We stand by our products and will provide a replacement or full refund for any manufacturing faults as per Australian Consumer Law.

The Fine Print

  • One-Time Free Exchange: We offer one free replacement shipment per order. Subsequent exchanges on the same order will incur shipping fees.
  • Processing Time: Please allow 3–5 business days for your return to be processed once it reaches our warehouse.
  • Taxes & Duties: For international returns, any local government taxes or duties incurred during the return process are the responsibility of the customer.

Questions?
If you’re stuck or just want to chat about sizing, hit us up via our Contact Page.